Vice President, CRM and Service Tools Technology
Currently Vice President of CRM and Service Tools Technology, responsible for defining the corporate strategy within the context of the firm's user experience and client servicing objectives while providing thought leadership on issues related to the design, development, and deployment of CRM and other Service Tool solutions. Interact with business executives, stakeholders and product owners to understand the business needs, be the point-person in driving the company's transformation to a client-centric organization. Strong CRM business process background, extensive knowledge of the Siebel platform, experience in software development lifecycle and methodologies. Excellent communication skills and a proven history of building strong teams. Previously head of Voice and Contact Center Technology for ADP. Responsible for leading and managing multiple engineering teams in the design, build and implementation of cutting edge, strategic enterprise voice and Contact Center Technologies. Lead the transition from a regional based Contact Center model to a data center, service based model. This transition required touching every component in the infrastructure from the Call Routing to the phones on the desk. This 5-year plan was successfully completed in 4 years and saved over $11 million of dollars annually. Scope of the effort included moving 15k Client Service Representatives in over 100 Contact Centers across 143 locations. Previously led Contact Center Technology for Merrill Lynch Global Wealth Management. Responsible for a large IT organization in the support of 8 Contact Centers across 5 domestic and international locations. As part of the Bank of America / Merrill Lynch merger, responsible for a $28M IT portfolio crafted to consolidate 9 Bank of America and Merrill Lynch Global Wealth Management Contact Center locations in order to seamlessly service both Banking and Brokerage client inquires. Scope includes IVR, Oracle CRM, Genesys CTI, NICE Call Recording, Genesys Workforce Management, Tibco Business Process Management. Worked with business partners on defining the service model, defined the strategic IT direction, and lead all aspects of the Measure, Analyze, Improve and Control phases.
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